ITIL the typical contents of SLAs

An introduction to the SLA Service description Mutual responsibilities Scope of SLA Applicable service hours Service availability Reliability Customer support arrangements Contact points & escalation Service performance Batch turnaround times Security Costs and charging method used. The key criteria for any information to be contained within an SLA is that it must be measureable, with Read more about ITIL the typical contents of SLAs[…]

RACI Model

The Business Process Management Toolkit: Practical Guidelines to … guidelines-to-successful-implementations.html RACI Methodology and BPM. • The Business Process Model. • The Integration of Knowledge Mapping into Existing Business Processes. Case Study …   It is said that processes are perfect…until people get involved. This saying comes from the perceived failure of processes in many organizations, which can Read more about RACI Model[…]